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Initial call

Discover what is
close at hand.

In about four weeks, we look at both sides of your company with you at the same time: what your customers experience and what your team does behind the scenes. The result is a blueprint with every starting point, sorted by impact and effort.

4weeksfrom kick-off to handover
4sessionsin a typical run
2peoplefrom your company
1blueprintthat belongs to you

Start small.
Today, you can.

For a long time, looking closely only paid off if a big project followed.

Implementation was costly, so the analysis had to be big too. Today, much can be implemented in weeks that used to take months, and with a fraction of the effort. That is why discovering can be smaller, and even small starting points pay off.

Every step stays manageable. After each one you know more and decide again.

Made for companies where the management sits at the table themselves.

Long commonAnalysisImplementation as one big projectOne big undertaking, everything at once.Possible todayDiscoveryFocus Sprintfurther steps, if usefulSmall steps, each decided on its own.the same point in time

Illustrative, not to scale.

Visible, not measured.

What matters most is rarely hidden. Often it is so familiar that nobody looks anymore.

We look in five areas. Not to put a precise euro figure on losses, but to make visible where something gets lost.

Revenue

gets lost

Inquiries sit unanswered, drop off or never arrive.

Time

gets lost

Work is done by hand, repeated or copied from system to system.

Quality

gets lost

Results are error-prone, inconsistent or incomplete.

Knowledge

gets lost

Knowledge depends on individual people or cannot be found.

Capacity

gets lost

Idle time, duplicate work or a commitment that depends on someone who is away.

I wasn't really aware of that.
Often heard at the end of a Discovery.

Two perspectives.
One plan.

Your customers and your team in one picture.

The line of visibility runs between the two sides. Above it is everything your customers see: the search, the website, the form, the confirmation email. Below it is what happens inside your company for that: who takes the inquiry, where it is transferred to, which system processes it.

Most approaches stay on one side, with the customer journey or with internal processes. But much only becomes apparent at the line in between.

The method behind it is called service blueprint. Proven, and tailored to mid-sized companies.

nullacht15 GmbH has supported mid-sized companies since 2000.

na15.io is our unit for processes.

CustomerWhat customers do
OutsideWhat customers see
InsideWhat your team does
BaseWhat everything runs on

Excerpt of a blueprint, for illustration. Every marker is a starting point.

Four weeks.
Four sessions.

Taking part are the management and one person who works close to your customers, for example from sales or marketing.

Sometimes one workshop is enough, sometimes it takes three. We agree on the scope with you beforehand. We do the rest between the sessions, and if it helps, we sit with you on site for it.

Week 1Kick-offapprox. 2 hrs

Who are your customers, and which matter most to you? We record target groups and typical customers.

Discover

Week 2Workshop3–4 hrs

The first process, for your most important target group. From the first search to retention, outside and inside.

Discover · Organise

Week 3Workshop3–4 hrs

Two more processes. What repeats across several processes now becomes visible.

Discover · Organise

Week 4Resultapprox. 2 hrs

All starting points on one matrix. You prioritise, the blueprint goes to you.

Organise · Prioritise

Afterwards you know
what you're working on.

The blueprint belongs to you. It is written so that others can work with it too: your team, your partners, us.

  • Quick wins
  • Strategic
  • Optional
  • Later

The overview

The columns are the phases your customers go through, the rows are the areas in your company. Every marker is a starting point, exactly where it has its effect.

This shows where starting points cluster and which areas are connected.

The bottom row collects what applies to the whole company, independent of individual customer groups, for example uniform time tracking for everyone.

Hover over a marker to find it again in the matrix.Tap a marker to find it again in the matrix.

The matrix

The same starting points by impact and effort. The colour shows where a starting point belongs, in the overview as in the matrix.

We propose the quick wins at the top left based on the processes. You decide what goes in or drops out. These quick wins are the starting point for the Focus Sprint.

What you take with you.

  • The worked-out processes as a digital board
  • Overview and matrix as a PDF
  • A proposal for the order
  • On request, every starting point in detail

What happens next is your decision.

With the blueprint you can get started right away: with us, together with your partners or on your own. With us, it continues in the Focus Sprint. It starts with the quick wins you have selected.

To the Focus Sprint

What is close at hand for you?

We listen, ask questions and give a first assessment of whether a Discovery is the right start for you.

  • 30 minutes
  • no obligation
  • by video or phone
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